CRM Service Manager
2 settimane fa
For an Italian global cruise company we are looking for a CRM Service Manager will work closely with the technical stakeholders and the CRM Manager on a global transformation program with particular focus on managing and ensuring service level agreements within customer processes, serving as a liaison among business partners, technical resources, and project stakeholders. He/she will work both at tactical and strategic levels and will be responsible for support of mission-critical enterprise CRM solutions as well as troubleshooting, and design, development, implementation, and support of change requests.
**Job-Requirements: skills, competencies, experience
- +7 years of experience in similar positions, within the CRM domain.
- Proven experiences in maintenance of full end-to-end processes across multiple CRM technology platforms.
- Extensive maintenance experience with at least one CRM platform among Salesforce and MS Dynamics.
- Solid understanding of CRM and marketing automation infrastructure and technologies used to deliver services
- Hands-on in software development (package software).
- Demonstrated excellence in communicating and presenting complex information to technical and non-technical stakeholders, both verbally and in written form.
- Knowledge in Customer Engagement, Marketing Campaign Automation and CRM processes.
- Proven experience in Service Management, support and integration with all ITSM processes.
- CASM (Certified Agile Service Manager), COBIT, ITIL V.4, DevOps proved knowledge and experience, any certification is an advantage.
- Fluent in English, both oral and written. Any additional European language is an advantage.
- Master’s Degree in Computer Science, Management Information Systems or comparable discipline.
**Key Responsibilities
- Safeguards the operability production of domain systems. Preserves the technological stability of the applied solutions, ensuring the technological evolutionary capacity.
- Leads service and maintenance projects, carrying out the cross coordination of the different CRM units, maintaining SLAs / OLAs, monitoring the activities of the project and deadlines, to anticipate delays and impacts.
- Develops and maintains user support documentation, analyses software maintenance requirements including trouble report and change request analysis, proposing economical and efficient solutions as part of developing CRM solutions to incidents and change requests.
- Collaborates in the definition and control of CRM performance and quality indicators, as well as technological risk indicators.
- Streamlines procedures and functions of the service to offer continuous improvement and ensure the delivery of the service according to the defined SLAs.
- Addresses the needs of the IT and business stakeholders, with an understanding of costs and benefits, providing the necessary engagement and knowledge to communicate it to the work team.
- Works with globally distributed teams to analyse, trouble shoot and isolate root cause of critical production issues when they arise.
- Is a strong advocate for adherence to standards and best practice. Understands the responsibilities of the maintenance team providing support and assistance when needed.
- Ability to act as integration lead and able to demonstrate clear approach to methodology as well as technical capabilities.
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